Customer Service Lead

Pertemps Bond; Harwell; On-site; GBP 36,000 - 44,000; Full time

Job summary

Pertemps Bond is seeking a Customer Service Lead in Banbury to own customer relationships from inquiry to delivery. You will work with technical support, purchasing, logistics and warehouse teams to ensure a seamless customer experience and drive service excellence.

The role focuses on relationship management, commercial awareness and continuous improvement, suited to someone who can influence stakeholders and implement positive change across the department.

Qualifications

• Experience in customer service, account management or aftermarket operations.
• Proven ability to manage customer relationships and resolve issues.
• Strong communication and influencing skills.
• Excellent organisational and prioritisation abilities.
• Commercial awareness with growth opportunities.
• Experience using CRM/ERP systems.
• Proficient in Microsoft Excel.

Responsibilities

• Build and maintain strong relationships with key customers and accounts.
• Act as the primary contact for customer enquiries, issues and escalations.
• Manage quotations and commercial follow-up to maximise conversions.
• Identify opportunities to increase aftermarket sales and long-term partnerships.
• Promote value-added solutions, upgrades and service offerings.
• Coordinate activities across departments to meet customer commitments.
• Proactively identify and resolve service issues, delays and operational challenges.
• Monitor KPI data and support improvements in response times and customer satisfaction.
• Lead and support continuous improvement initiatives.
• Develop and maintain SOPs (Standard Operating Procedures).
• Analyse KPI data and prepare performance reports and recommendations.
• Support efficiency, cost reduction and business improvement projects.

Skills

Customer service

Account management

Commercial support

Aftermarket services

Tools

CRM software

ERP systems

Excel

Job description

Customer Service Lead

Location: Banbury

Salary: Up to 40k DOE

Job Type: Full Time, Permanent

Are you passionate about delivering exceptional customer service and building long-term client relationships? Do you thrive in a fast-paced environment where customer satisfaction, continuous improvement and commercial growth go hand in hand?

We are recruiting for an experienced Customer Service Lead to join a growing aftermarket and spares operation. This is an exciting opportunity to become the voice of the customer, driving service excellence while identifying opportunities to improve performance, strengthen customer relationships and support business growth.

The Role

As Customer Service Lead, you will take ownership of customer relationships, ensuring enquiries, quotations and service requirements are managed effectively from initial contact through to delivery. Working closely with internal departments including technical support, purchasing, logistics and warehouse operations, you will ensure customers receive a seamless and professional experience at every stage.

This role combines customer relationship management, commercial awareness and continuous improvement, making it ideal for someone who enjoys problem-solving, influencing stakeholders and driving positive change.

Key Responsibilities

• Build and maintain strong relationships with key customers and accounts.
• Act as the primary point of contact for customer enquiries, issues and escalations.
• Manage quotations and commercial follow-up activities to maximise conversion rates.
• Identify opportunities to increase aftermarket sales, customer retention and long-term partnerships.
• Promote value-added solutions, upgrades, refurbishment programmes and service offerings.
• Coordinate activities across multiple departments to ensure customer commitments are achieved.
• Proactively identify and resolve service issues, delays and operational challenges.
• Monitor customer service performance and support improvements in response times and customer satisfaction.
• Lead and support continuous improvement initiatives across the department.
• Develop and maintain Standard Operating Procedures (SOPs).
• Analyse KPI data and prepare performance reports and recommendations.
• Support operational efficiency, cost reduction and business improvement projects.

About You

• Previous experience within customer service, account management, commercial support, aftermarket services or operations.
• A proven ability to manage customer relationships and resolve complex issues.
• Strong communication and influencing skills.
• Excellent organisational and prioritisation abilities.
• Commercial awareness with the ability to identify growth opportunities.
• Experience working across multiple departments and stakeholders.
• Strong problem-solving and analytical skills.
• Experience using CRM and/or ERP systems.
• Good Microsoft Office skills, including Excel.

Desirable Experience

• Experience within engineering, manufacturing, industrial equipment, service or aftermarket environments.
• Knowledge of spare parts operations, service contracts or technical support functions.
• Continuous improvement experience or related methodologies.
• Project coordination, supervisory or mentoring experience.
• Relevant qualifications in Business, Operations, Customer Service, Sales or Continuous Improvement.

This is a permanent role working in Banbury and with a salary up to 40k DOE